VoIP calling: Troubleshooting guide [WebRTC Gateway]

For OXO Connect & OXO Connect Evolution the General Availability applies only for PBX as "stand-alone". Do not install the WebRTC gateway on an OXO Connect or OXO Connect Evolution that is networked with another PBX. More details on the topologies will be published soon.

What's new: - WebRTC gateway 1.68.6-144 available on ALE Business Portal since December 20, 3pm.

Troubleshooting:

Once the WebRTC Gateway, PBX Sip trunk and Virtual ressource (REX on OmniPCX Enterprise, AnyDevice on OXO Connect and OXO Connect Evolution) are configured and your deskphone is well associated to your Rainbow account you should have in your Rainbow Web/Desktop client following new menu:

Menu to choose your device to make phone calls (the devices list depends of what you have defined into your profile):

1. Configuration check

from version 1.66 the SSH access is deactivated. If you need to activate/deactivate it you have to run following commands (from version 1.67): mpssh ON|OFF

1.1 Config files:

Once you have executed both scripts mpnetwork and mpconfig you can check the configuration in following file /etc/rainbow-mp.cfg.

This can also be checked with the command mpshow

The scripts configure the right values into following configuration files:

2.1 The WebRTC Gateway runs 3 different services for the connection to Rainbow and to the PBX.

2.1.1 - Check their status

The "disabled" status from the answer of the status of otlitemediapillargateway is an indication for the autostart of this service and not the status of the service itselfLoaded: loaded (/lib/systemd/system/janus-gateway-mediapillar.service; disabled; vendor preset: enabled)

2.1.3 - Restart the server

2.2 Check WebRTC gateway connectivity to Rainbow cloud.

The WebRTC gateway 1.67 comes with serviceability and robustness enhancements use the command mphelp for more details.

The command mpcheck will execute some connection tests to Rainbow cloud. The Network configuration and the access to NTP, DNS, Proxy, PBX, TURN server are checked.

The command mpcollect --log will save in addition to the mpcheck results some information about the WebRTC gateway (HW, CPU/RAM usage, installed linux packages, running services, etc...). The resulting output file is located by default in $HOME/mpcollect.tgz

2.3 Check that the Rainbow phone numbers of the user are registered into the WebRTC gateway

a) you can run following command:

sudo /usr/sbin/kamctl ul show

b) In case you don't see your device restart the Rainbow agent:

OmniPCX Enterprise with following command:

dhs3_init –R RAINBOWAGENT

OXO Connect & OXO Connect Evolution

Rainbow activated button in OMC Rainbow menu

c) and last step is then to restart the Kamailio service from WebRTC Gateway

If your problem concerns VoIP calling, WebRTC gateway or Rainbow configuration, please contact your support team. Please see the article How Can I Get Support in Rainbow? to find out who you should contact.

When you open a ticket please provide following information:

- Give a detailed description of the issue and all steps to reproduce it. - WebRTC gateway config and the logs files as described at §1.1 and §1.2.- Provide the result of the command mpcollect described in §2.2. - Provide the Rainbow client logs. - Indicate if the issue is systematic, random or occurred only once and if it can be reproduced. - Indicate if the issue is for all users or only for one or a few. - Indicate if a restart of the PBX rainbow agent, WebRTC gateway or Rainbow client solved the issue. - Indicate the name and email of the user having the issue and the exact date and time the issue occurred.